Customers That Stick®

All posts by Adam Toporek

Steve Jobs’ Greatest Legacy: The Customer Experience

I am a recent Apple convert. I made the painful though glorious switch to Mac in May and moved from Android to iPhone at about the same time. I own an iPad, simultaneously the coolest piece of technology

Paper Smile Face, Business Concept

National Customer Service Week 2011: What’s Your Plan?

This week, October 3-9, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a thriving free enterprise

Customer Service Stories: Snorkeling Guide Truck

Customer Service Stories: Stop Subcontractors From Killing Your Customers

One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging

Pride Creates Bad Customer Service

How Your Pride Is Losing You Customers

In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members

What is Excellent Customer Service Survey

What Is Excellent Customer Service?

Customer service is one of those topics where it is easy to speak in broad generalities. Sayings such as the customer is always right and service begins with a smile easily convey basic, unqualified principles

Definition of Customer Loyalty: Dog Waiting on Dock

The Definition of Customer Loyalty

I have been trying to find a good definition of customer loyalty in this wide world of the Internet, and I have come to the conclusion that 1) no one has figured out how to define customer loyalty or 2)

Customer Service Stories Header

Customer Service Stories: Introducing The New Series

Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service

Woman Holding Refer a Friend Card

Does Your Business Need a Customer Referral Program?

Customer referral programs are nothing new. As consumers, we have been inundated with offers for referral perks by everyone from our dentists to our auto mechanics. The reason is simple: customer referral

Hotel Indigo Asheville, NC

Surprise! A Lesson in Superior Customer Service

During a recent vacation, we were fortunate enough to stay at the Hotel Indigo in Asheville, NC where we received a great lesson in top-notch customer service and the art of surprise. A Birthday in the

Chick-fil-A traffic cop

Chick-fil-A Does Customer Service – In a Parking Lot

As someone who believes that customer service is the ultimate differentiator in business, I am always on the lookout for examples of outstanding service. Great customer service can come from anywhere

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